The Truck Stops Here

Customer experience (CX) includes any interaction that customers have with a brand across all touch points. It can include the experience they have digitally, such as an app, through advertising at the pump or in the store. As convenience is growing and blurring with increased competition for truck stops and travel centers, a good customer experience is especially important.

In this episode, Amy Toner, executive director of the NATSO Foundation, discussed the importance of CX with Matt Sargent, VP of loyalty analytics at NexChapter. They delved into how travel centers and truck stops can elevate their customer engagement and stay competitive in a constantly evolving market.

With special guest:

Matt Sargent, VP of Loyalty Analytics, NexChapter

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

Buying fuel is a complicated process, and determining the best approach helps truck stop and travel center operators increase profitability while minimizing risks. A self-diagnosed fuel nerd, Randy Grizzle, director, sales & marketing at TACenergy, joined the podcast to cover best practices in fuel buying that can help travel center owners navigate the complexities of the fuel market.

Grizzle helps listeners answer: What reports, indexes or key indicators should travel centers be monitoring? What one thing can a single store operator do to improve his or her fuel buying skills to improve profitability? What concerns should they be aware of in moving toward higher levels of ethanol such as E15 or E85?

In collaboration with TACenergy, the NATSO Foundation released a Fuel Buying for Truck Stops and Travel Centers Toolkit. The comprehensive guide was created to give travel center operators a broad understanding of available fuel types, the basics of spot purchasing vs. index-based purchasing, and information on fuel price indices. It also offers insights into choosing branded vs. unbranded fuel, building supplier relationships, and more.

Visit www.TACenergy.com for more information on TACenergy.

With special guest:

Randy Grizzle, Director, Sales & Marketing, TACenergy

Hosted by:

Amy Toner, Executive Director, NATSO Foundation and Darren Schulte, Vice President, Membership, NATSO

Rob Poleki, CEO and Co-Founder of Washie, joined the NATSO Foundation's podcast to discuss his innovative company, which is behind the world's first smart, sanitizing toilet seat for public restrooms.

NATSO Services annually studies professional drivers' stopping and buying behavior at truck stops and travel centers. In 2023, the research found that drivers' top factor in deciding whether to come inside from the fuel island or the parking lot was the cleanliness of restrooms and showers.

Given the impact of cleanliness on a truck stop's success and that Washie's booth was causing quite the buzz at NATSO Connect, we knew we needed to have Poleki on the podcast.

Poleki shared fascinating insights into how Washie is transforming the experience of using public restrooms, especially in high-traffic areas like truck stops and travel centers.

With special guest:

Rob Poleki, CEO, Washie

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

Every summer families and RVers hit the road for summer vacations, looking to fuel quickly and get back on their way. Smart truck stop and travel centers will have something travelers need. Whether it is plush toys for kids, fresh food to stock the fridge, or RVer items such as toilet treatment, truck stops and travel centers should consider offering things geared toward summer travel. Dale Elks, regional sales manager for DAS, offers ideas for summertime merchandise, RVers and creative retail displays.

With special guest:

Dale Elks, Regional Sales Manager, DAS

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

FirstElement Fuel has created what it calls the world's first fast-fueling hydrogen fueling station. The station is capable of filling 200 trucks a day in just 10 minutes each using proprietary pump technology that enables the rapid fueling times. Frequent NATSO Foundation writer Mindy Long, owner at Mindy Long Freelance LLC, recently attended a FirstElement Fuel press conference. She joined host Amy Toner to share about the fast-fueling hydrogen fueling station, highlighting FirstElement Fuel's partnerships with truck manufacturers, details about their hydrogen technology, and professional driver feedback.

With special guest:

Mindy Long, Owner, Mindy Long Freelance LLC

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

Naf Naf Grill is a fast-casual Middle Eastern concept that's on a mission to bring the best flavors of the Middle East to the masses in a simple, affordable, fast-casual setting. With a flexible layout, minimal SKUs and a category of food that appeals to both professional drivers and four-wheel customers, Naf Naf Grill found a great partner in Love's Travel Stops & Country Stores.

"I give full credit to Love's. They recognized our brand and this opportunity based on their research and some feedback they got from their drivers and really approached us about doing business with them in their travel centers. They are, as you know, as good as it gets in terms of the way they operate their business," said Greg Willman, Chairman and CEO of Naf Naf Holdings, LLC.

Listen to gather three takeaways for truck stops and travel centers from Willman, including:

• Embrace diversity in food flavors. Alternate food options like Middle Eastern cuisine can set your travel center apart and cater to a wider palate.
• Try different partnerships. Consider the importance of operational flexibility to accommodate different settings and customer expectations.
• Listen to your customers. Feedback and data-driven partnerships can lead to fruitful collaborations that benefit both parties.

With special guest:

Greg Willman, Chairman and CEO, Naf Naf Holdings, LLC

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

In this episode, host Amy Toner is joined by LeeAnn Goheen, NATSO's senior director of government affairs, to discuss NATSO's Day on Capitol Hill, which will be held May 20 -22, 2024.

They discuss the agenda, key policy issues—the biodiesel blenders tax credit and the funding of infrastructure and highway programs—and how travel center operators can get involved. Goheen emphasizes the importance of building relationships with representatives and advocating for industry needs.

They also touch on the fun and networking opportunities during the event, including NATSO's famous pie reception.

Learn more about NATSO's Day on Capitol Hill at https://natsodayonthehill.com.

With special guest:

LeeAnn Goheen, Senior Director of Government Affairs, NATSO

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

Franchisors are in growth mode. With great foot traffic, ideal space, and an openness to partnering, truck stops and travel centers are a great fit. In this episode of "The Truck Stops Here," host Amy Toner invites guests Edith Wiseman, President, FRANdata and Christina Niu, Director of Research from FRANdata to discuss their recent research project for NATSO. FRANdata is a franchise market research company that aims to help companies grow smartly in franchising. The team delves into their comprehensive guidebook designed to help truck stop operators navigate the world of franchising. They explore key takeaways, opportunities for travel centers, and the importance of being a good partner to franchise brands. Additionally, they share insights on making it easier for franchises to do business with travel centers and discuss how travel centers can access FRANdata's services to discover new franchise opportunities. Tune in to explore the intersection of franchising and the truck stop industry, and gain valuable insights from FRANdata's expertise.

With special guests:

Edith Wiseman, President, FRANdata and Christina Niu, Director of Research, FRANdata

Hosted by:

Amy Toner, Executive Director, NATSO Foundation

A 2023 poll from NATSO members found that 63 percent are 'likely' to invest in a rebuild or remodel during the next 12 to 18 months. Enter Darren Schulte, vice president, membership, NATSO and Michael Lawshe, president, Paragon Solutions, to the podcast conversation to tell us what is in and out for travel center design. Drive throughs? Beer caves? Automated vending? Salad bars? Self-checkout? Driver's lounge? Schulte and Lawshe are prepared with all the answers to your travel center design choices.

With special guest:

Michael Lawshe, President, Paragon Solutions

Hosted by:

Amy Toner, Executive Director, NATSO Foundation and Darren Schulte, Vice President, Membership, NATSO

The Iowa 80 Truckstop began as a small location with six diesel pumps and a 50-seat restaurant in Walcott, Iowa. Today, after 32 expansions and remodels, the truck stop is overseen by the second generation of the Moon Family, who have dedicated their lives to providing a home away from home for the thousands of people who visit each day. Delia Moon Meier, senior vice president of Iowa 80 Group, shares about Iowa 80's impressive 60-year journey.

With special guest:

Delia Moon Meier, Senior Vice President, Iowa 80 Group

Hosted by:

Amy Toner, Executive Director, NATSO Foundation